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- Tasks: Manage BPO operations and ensure top-notch customer satisfaction for BritBox subscribers.
- Company: Join BritBox, the ultimate streaming platform for British entertainment, loved worldwide.
- Benefits: Enjoy a hybrid work model, competitive salary, and opportunities for personal growth.
- Why this job: Be part of a dynamic team that values creativity and delivers iconic British stories globally.
- Qualifications: Experience in BPO service, strong leadership skills, and a knack for customer care.
- Other info: This role offers exciting projects and a chance to shape BritBox's customer experience.
The predicted salary is between 36000 - 60000 £ per year.
Location: London, Hybrid
Contract Type: Full Time, Permanent
Our Mission: Creators & Curators of the Best in British Creativity & Entertainment
Our Vision: To be World leaders in British streaming
Our Purpose: Investing in British Creativity to delight fans with its quality all over the World
About Us: Welcome to BritBox, the go-to streaming destination for the best of British entertainment. Born of the BBC, we bring authentic British stories to audiences all around the world. Since our launch in 2017, our fans have fueled our growth to seven markets, including North America, Australia, and the Nordics. We’re a small but mighty streamer that punches above its weight—we’re on every major distribution platform and even among the bright lights of Times Square! At BritBox, we offer an unparalleled streaming collection of new and iconic mysteries, dramas, comedies and more. Our careful selection of thoughtfully crafted character-driven stories, brimming with trademark British wit and irresistible charm have helped us attract loyal fans all over the world.
Job Purpose: BritBox International is looking for a Customer Care Vendor Manager to join our team. In this role, you'll oversee the operations of our Business Process Outsourcing (BPO) partner, supporting BritBox subscribers worldwide. This position is part of a diverse, skilled team that values relationship management, collaboration, and a commitment to quality. You’ll play a key role in managing the vendor's day-to-day operations, driving essential metrics, conducting regular business reviews, and fostering a culture of excellence. Your responsibilities will include handling escalated subscriber contacts outside the vendor’s scope, advocating for de-escalation strategies, managing escalation tasks, and promoting our organizational values through engagement activities. You'll also participate in exciting projects—from workflow improvements and the development of our vendor management team to content launches—ensuring we consistently deliver top-notch experiences within the BPO environment that mirror the unique BritBox culture.
Responsibilities:
- Drive excellent customer satisfaction by effectively managing the performance of our BPO partners supporting BritBox subscribers.
- Serve as the primary point of contact and resource for our BPO vendor on all things BritBox, championing our goals and content in every aspect of your work.
- Oversee and approve day-to-day customer escalations, exception handling, refund processing, and comped entitlement procedures.
- Respond to customer escalations that present legal or brand risks to BritBox, ensuring the highest standards of protection.
- Ensure frontline teams consistently follow established escalation protocols.
- Promote de-escalation practices for irate customers and support the continuous development of BPO partners' de-escalation skills.
- Review financials, audit, and submit all Customer Care-related invoices on time in SAP.
- Refine regular reports and conduct weekly, monthly, and quarterly business reviews with BPO partners and internal stakeholders.
- Manage the system outage and triage processes across all stakeholders.
- Provide ad-hoc reporting to internal stakeholders as needed.
- Collaborate with internal teams and BPO partners to forecast staffing needs and lead related meetings.
- Engage our BPOs in BritBox's culture and values through regular site visits.
- Organize summits to celebrate successes, define strategies, and strengthen relationships.
Knowledge and Experience:
- Experience working in best-in-class BPO service organizations.
- Collaborative team player with a strong sense of ownership.
- Talent for easing customer tension and defusing frustration, along with coaching and mentoring these skills in other leaders.
- Proven expertise in managing escalations, responding to public-facing feedback, and mitigating brand risks when handling irate or escalated customers.
- Solution-oriented with a focus on quick results and a lean approach to problem-solving.
- Data-driven, with a solid ability to define KPIs and track them to prioritize high-impact projects.
- Committed to providing white-glove customer support.
- Able to make sound decisions quickly in a dynamic work environment.
- Strong interpersonal skills with the ability to communicate effectively across all levels of the organisation.
- Proven leadership experience with excellent time management, dependability, and initiative.
- Comfortable using online creative tools such as Zendesk, Airtable, Sprout Social, MS Suite, Google Suite, and more.
This job spec is not exhaustive and may change from time to time in line with the evolving nature of a dynamic and growing business.
Customer care, Vendor Manager employer: BritBox
Contact Detail:
BritBox Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer care, Vendor Manager
✨Tip Number 1
Familiarise yourself with BritBox's content and values. Understanding the unique British shows and the brand's mission will help you connect with the team and demonstrate your passion for the role during interviews.
✨Tip Number 2
Network with current or former employees of BritBox on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the Customer Care Vendor Manager role.
✨Tip Number 3
Prepare to discuss specific examples of how you've successfully managed vendor relationships and escalations in previous roles. Highlighting your experience in a similar environment will showcase your suitability for this position.
✨Tip Number 4
Stay updated on industry trends in customer care and BPO services. Being knowledgeable about best practices and innovations in the field will demonstrate your commitment to excellence and your ability to drive improvements at BritBox.
We think you need these skills to ace Customer care, Vendor Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer care and vendor management. Use specific examples that demonstrate your ability to manage BPO partners and handle escalations effectively.
Craft a Compelling Cover Letter: In your cover letter, express your passion for British entertainment and how your skills align with BritBox's mission. Mention any experience you have in improving customer satisfaction and managing relationships with vendors.
Showcase Relevant Skills: Emphasise your problem-solving abilities and data-driven approach. Highlight your experience with tools like Zendesk or MS Suite, as these are crucial for the role.
Proofread Your Application: Before submitting, carefully proofread your application for any spelling or grammatical errors. A polished application reflects your attention to detail and professionalism.
How to prepare for a job interview at BritBox
✨Know Your BritBox
Familiarise yourself with BritBox's content and mission. Understand their unique offerings and how they differentiate themselves in the streaming market. This knowledge will help you demonstrate your passion for the brand during the interview.
✨Showcase Your Customer Care Skills
Prepare examples of how you've successfully managed customer escalations in the past. Highlight your ability to defuse tense situations and provide white-glove support, as these skills are crucial for the role.
✨Emphasise Collaboration
Since the role involves working closely with BPO partners, be ready to discuss your experience in collaborative environments. Share instances where you've fostered strong relationships and driven team success.
✨Be Data-Driven
Demonstrate your ability to work with KPIs and metrics. Be prepared to discuss how you've used data to inform decisions and improve customer satisfaction in previous roles, as this aligns with the expectations of the position.
